itil intermediate course: rcv student handbook (workbook_r3.3.0)

ITpreneurs™ Service Management

WORKBOOK

Release, Control, and Validation release 3.3.0

ITIL® Intermediate ITIL® is a registered trade mark of AXELOS Limited.Sam

ple M

ateria

l - Not

for R

eprin

t

www.ITpreneurs.com

Copyright

ITIL Release, Control, and Validation, Classroom course, release 3.3.0

Copyright and Trademark Information forPartners/Stakeholders.

ITIL® is a registered trade mark of AXELOS Limited.The Swirl logo™ is a trade mark of AXELOS Limited.The ITIL Accredited Training Organization logo is a trade markof AXELOS Limited.

IT Infrastructure Library® is a registered trademark of AXELOS Limited

No part of this document may be reproduced in any form without the written permission of bothITpreneurs and AXELOS Limited. Permission can be requested at www.ITpreneurs.com [email protected].

Material in this document has been sourced from ITIL® Service Lifecycle Suite 2nd Edition, 2011.

Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved. Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright.No part of this material may be photocopied, reproduced, ortranslated to another language without the prior consent ofITpreneurs Nederland B.V. The language used in this course is US English. Our sources ofreference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, andthe Microsoft Manual of Style for Technical Publications.

More on:http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx

Copyright © ITpreneurs and AXELOS Limited © 2014 ITpreneurs. All rights reserved.

Sample

Mate

rial -

Not for

Rep

rint

Contents

i

LIST OF ICONS V

LIST OF ACTIVITIES VI

GENERAL TRAINING TIPS NA

ACKNOWLEDGEMENTS IX

FOLLOW US XI

COURSE INTRODUCTION 1

Introductions 2

Course Introduction 2

Course Learning Objectives 2

Unique Nature of the Course 2

Course Qualifi cation Scheme 2

Course Agenda and Exam Details 2

COURSE AGENDA

ITIL Intermediate Classroom Course 2

ITIL Intermediate Expert Program Course 5

ITIL Intermediate Classroom Blended Course 6

ITIL Intermediate Virtual Classroom Blended Course 7

UNIT 1: SERVICE TRANSITION 9

1.1 Purpose and Objectives of Service Transition 10

1.2 Scope of Service Transition 10

1.3 Business Value of Service Transition 10

1.4 Processes Within Service Transition 10

1.5 Aspects for Developing Effective Service Transition Strategy 10

1.6 Initiatives for Preparation for Service Transition 10

1.7 Planning and Coordinating Service Transition Activities 10

1.8 Providing Transition Process Support 10

1.9 Generic Roles Involved in Service Transition 10

UNIT 2: CHANGE MANAGEMENT 11

2.1 Purpose and Objectives 12

2.2 Scope of the Process 12

2.3 Business Value of the Process 12

2.4 Policies, Design, and Planning Considerations 13

2.5 Types of Change Requests 13

2.6 Role of Change Models, Change Proposals, and Standard Changes 13

2.7 Remediation Planning 13

2.8 Main Activities, Methods, Techniques, and Relationship with RCV 14

2.8.1 Overall Process, Including Normal and Standard Change Requests 14

2.8.2 Logging, Reviewing, and Assessing Change Requests 14

Sample

Mate

rial -

Not for

Rep

rint

ii

2.8.3 Authorizing Changes 15

2.8.4 Coordinating, Reviewing, and Closing Changes 16

2.8.5 Emergency Changes 17

2.9 Triggers, Inputs, Outputs, and Interfaces with Other Processes 17

2.10 Information management 17

2.11 Process Measurement 17

2.12 Challenges and Risks 17

2.13 Operational Activities of Change Management during the Service Operation Lifecycle Stage 17

2.14 Managing Organization and Stakeholder Change as an Essential Part of Continual Improvement 17

2.15 Change Management Roles 17

2.16 Sample Test Question 17

UNIT 3: SERVICE ASSET AND CONFIGURATION MANAGEMENT 19




3.4 Policies, Principles and Basic Concepts 20

3.5 Main Activities, Methods, Techniques, and Relationship with RCV 21

3.5.1 Management and Planning 21

3.5.2 Confi guration Identifi cation 21

3.5.3 Confi guration Control 26

3.5.4 Status Accounting and Reporting 26

3.5.5 Verifi cation and Audit 26


3.7 Information Management 28



3.10 SACM Activities Performed on a Daily Basis by Service Operation 28

3.11 SACM Roles 28

3.12 Group/Individual Exercise 29


UNIT 4: RELEASE AND DEPLOYMENT MANAGEMENT 33




4.4 Policies, Principles and Basic Concepts 34

4.4.1Release and Deployment Management Policy 34

4.4.2 Release Types 35

4.4.3 Release Units 35

4.4.4 Release Packages 36

4.4.5 Release and Deployment Options 36

4.4.6 Release and Deployment Models 37

4.5 Phases of Release and Deployment Management 37

4.5.1 Release and Deployment Planning 37

4.5.2 Release Build and Test 41

4.5.3 Deployment 41

4.5.4 Review and Closure of Deployment 45

4.6 Triggers, Inputs, Outputs, and Interface with Other Processes 45

Sample

Mate

rial -

Not for

Rep

rint

iii




4.10 Release and Deployment Management Activities and Service Operation 45

4.11 Release and Deployment Management Roles 45


UNIT 5: SERVICE VALIDATION AND TESTING 47




5.4 Policies, Principles, and Basic Concepts 48

5.5 Main Activities, Processes, Methods, and Techniques 51





5.10 Service Validation and Testing Roles 54



UNIT 6: REQUEST FULFILMENT 63





6.5 Process Activities, Methods, and Techniques 67





6.10 Request Fulfi lment Roles 68


UNIT 7: CHANGE EVALUATION 71







7.7 information Management 75



7.10 Change Evaluation Roles 75



Sample

Mate

rial -

Not for

Rep

rint

iv

UNIT 8: KNOWLEDGE MANAGEMENT 81






8.6 Triggers, Inputs, Outputs, and Interfaces With Other Processes 92




8.10 Knowledge Management Activities and CSI 92

8.11 Knowledge Management Roles 93



UNIT 9: TECHNOLOGY AND IMPLEMENTATION MANAGEMENT 99

9.1 Generic Requirements for Technology 100

9.2 Evaluation Criteria for Service Management Tools 100

9.3 RCV Practices for Process Implementation 102

9.3.1 Managing Changes in Operations 102

9.3.2 Service Operation and Project Management 102

9.3.3 Assessment and Risk Management in Service Operation 102

9.3.4 Operational Staff in Service Design and Transition 102

9.4 Challenges, CSFs, and Risks 102

9.5 Planning and Implementing Service Management Technologies 103

9.6 Technology Considerations 103

9.6.1 Knowledge Management Tools 103

9.6.2 Collaboration 103

9.6.3 CMS 103

9.7 GROUP/Individual Exercise 103


UNIT 10 : EXAM PREPARATION GUIDE 105

10.1 Mock Exam 1 107

10.2 Mock Exam 2 126

APPENDIX A: CASE STUDY 145

APPENDIX B: MIND MAP EXCERCISE (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX C: GLOSSARY (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX D: SYLLABUS (REFER TO STUDENT REFERENCEMATERIAL) NA

APPENDIX E: ANSWERS 159

APPENDIX F: DIAGRAMS (MACRO VIEW) (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX G: RELEASE NOTES (REFER TO STUDENT REFERENCE MATERIAL) NA

STUDENT FEEDBACK FORM 259

Sample

Mate

rial -

Not for

Rep

rint

Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved. v

LIST OF ICONS

Refers to content that is meant for the instructor to lecture in class

Refers to content that is meant for the student to read on his/her own in class or at home

Refers to information items that are not covered by the instructor in class but help the student understand a particular topic in detail

Refers to a Scenario-Based Activity that the student must do in class or as homework after the completion of a topic or in between a topic

Refers to items or contents that are given in a step-by-step-instruction or checklist format

Refers to an important snippet of information that the instructors should remember to touch upon while conducting an activity or during a lecture

Refers to the simplifi cation of content that was previously diffi cult to understand or confusing

Refers to an extra piece of information that is not very important but still good to know

Refers to light, conversational snippets of information or that the instructor can use in class to break the monotony of a serious and tedious lecture

Refers to general-knowledge-based information that the instructor can use to provide relief to students during a serious or tedious classroom lecture

Refers to space for the students to take notes

Sample

Mate

rial -

Not for

Rep

rint

Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.vi

LIST OF ACTIVITIES

This course uses a variety of delivery techniques. Each of these techniques is designed to help students not only learn the material but also apply the information. The various techniques used are:

Activity

DescriptionGenerally, the instructor asks students to fi ll up a blank diagram or to answer given questions in their Workbook.

Brainstorm

DescriptionThis promotes collaborative learning, where the group is encouraged to offer up ideas without analysis and to then fi nalize the solution after brainstorming.

Compare and Contrast

DescriptionThe class compares and lists the similarities and differences between two concepts or processes.

Concept Jog

DescriptionThe instructor asks a “Rapid-Fire” round of questions to students. The instructor and students discuss the answers in 2 minutes.

Critical Thinking

DescriptionThe students think about a given question(s), write their responses, and present their views in class.

Discussion

DescriptionThe instructor poses questions to guide the students through complex subjects. The discussion assists the students in comprehending complicated topics.

Lecture

DescriptionThis is a traditional method of instruction but is done from the Instructor Guide, not from the PowerPoint presentation. The students are encouraged to follow along in their Student Reference Materials.Sample

Mate

rial -

Not for

Rep

rint

Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved. vii

Mind Map

DescriptionThe class draws a stepwise list of activities/phases/functions or web of content, for example, processes, functions, activities, steps, and so on. The idea is to map one idea in relation to other ideas, to understand whether or not the students have understood a concept properly.

Recall, Describe, and List

DescriptionThe class lists as many ideas on or the key points of a previously learned topic, either in the Foundations course or through the course materials.

Role-Play

DescriptionThe instructor and the students play different roles. The instructor assigns roles to the students based on real-life situations/problems and asks them to act out their roles in a problem situation. The students give their views of/solutions to the situation/problem, per the specifi c roles assigned to them. Role-reversal can also take place where the students act as the instructor and teach the class.

Round-Robin

DescriptionThis is similar to a discussion, except that the conversation goes from one student to the next, and each student must offer up an idea or a concept.

Scenario

DescriptionReal-world cases are used to provide context to apply the ITIL framework. These are particularly valuable when the students are developing a consultative view of a situation and selecting what aspect of ITIL will meet the needs of the scenario.

Self-Study

DescriptionThis is usually used for supplemental material after a topic has been covered. It is also used to create diversifi cation of teaching techniques in order to keep students engaged.

Solve a Common Problem/Risk Mitigation

DescriptionThe class is divided into two groups. Each group notes down a brief, “topic-related” problem. The groups then quiz each other about “how to solve” the given problem.

Teach-Back

DescriptionThis encourages greater retention of topics through self-study and preparation, to teach the concepts back to fellow classmates. The instructor plays a key role to ensure that the teach-back session refl ects the appropriate content.

Sample

Mate

rial -

Not for

Rep

rint

Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.viii

The Big “Why”

DescriptionThe instructor asks “The Big ‘Why’” questions to introduce a <concept/topic/idea> to class. The instructor conducts this activity in a conversational or less formal manner and provides a gist of the entire course/topic(s)/subtopic(s).

Think-Pair-Share

DescriptionThe instructor asks the class a question. The students then pair up with a partner to compare or discuss their responses. The instructor calls randomly on a few students to summarize their discussion or give their answer.

Sample

Mate

rial -

Not for

Rep

rint

Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved. ix

We would like to sincerely thank the experts who have contributed to and shaped ITpreneurs’ ITIL Intermediate product suite.

ITpreneurs’ Course Reviewers Anessi, Ray - Pangloss Group

Costigan, Michael D - CSC

Mohr, Julie - Blue Print Audits

Vikdal, Mike - Auslyn Group

Wigmore, Michael - Independent

Pondman, Dick - Independent

Burgers, Jurian - Independent

Rijken, Adriaan - Independent

ITpreneurs’ Course Exercise WritersFoederer, Marcel - ITpreneurs

Mohr, Julie - Blue Print Audits

Vikdal, Mike - Independent

Wigmore, Michael - Independent

ACKNOWLEDGEMENTS

Sample

Mate

rial -

Not for

Rep

rint

This

page

has b

een l

eft bl

ank i

ntenti

onall

y

Sample

Mate

rial -

Not for

Rep

rint

www.ITpreneurs.com

Copyright © 2014 ITpreneurs. All rights reserved

Follow us

Before you start the course, please take a moment to:

“Like us” on Facebook

http://www.facebook.com/ITpreneurs

“Follow us” on Twitter

http://twitter.com/#!/ITpreneurs

"Add us in your circle" on Google Plus

http://gplus.to/ITpreneurs

"Link with us" on Linkedin

http://www.linkedin.com/company/ITpreneurs

"Watch us" on YouTube

http://www.youtube.com/user/ITpreneurs

Sample

Mate

rial -

Not for

Rep

rint

This

page

has b

een l

eft bl

ank i

ntenti

onall

y

Sample

Mate

rial -

Not for

Rep

rint

Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved. 1

Course Introduction

Sample

Mate

rial -

Not for

Rep

rint

ITIL Intermediate Certifi cation Level | Release, Control, and Validation

Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.2

INTRODUCTIONS

There is no activity for this topic.

COURSE INTRODUCTION


COURSE LEARNING OBJECTIVES


UNIQUE NATURE OF THE COURSE


COURSE QUALIFICATION SCHEME


COURSE AGENDA AND EXAM DETAILSCourse Agenda

ITIL Intermediate Classroom Course

Day1 Release, Control, and ValidationUnit Subject Start End Total Time

(in hours)

Course Introduction 08:00 08:30 00:30

1 Service Transition 08:30 10:00 01:30

2 Change Management 10:00 12:00 02:00

LUNCH 12:00 01:00 01:00


3 Service Asset and Confi guration Management 03:00 05:00 02:00

Homework (review of day's material) 01:00

TOTAL 10:00

Total - (less lunch & homework) 08:00

Note: Reading the Case StudyThe case study used for activities in this course can be found in Appendix A of the Instructor Guide and Student Reference Material. It is recommended that you read through the case study during the fi rst break. This will enhance your understanding of the scenarios used for the activities.

Remark: Students may choose to read the “nonessential” section of the case study as well, for more-detailed insight into the Royal Chao Phraya Hotel and its staff.

Sample

Mate

rial -

Not for

Rep

rint

Student | ITIL Intermediate Certifi cation Level | Course Introduction


Note: Personal Study Recommendation for StudentsThe RCV syllabus recommends 12 hours of personal study in addition to the assigned classroom time.

The content to support such personal study for this course has been provided in the Student Reference Material. We would like to recommend that you take time after class each day to read through the sections covered in class that day. This would refresh your memory and reinforce the concepts learned in class.

Remark: While this would signifi cantly contribute to the student’s learning, it is not mandatory.


(in hours)


4 Release and Deployment Management 10:00 12:00 02:00

LUNCH 12:00 01:00 01:00


5 Service Validation and Testing 03:30 05:00 01:30


TOTAL 10:00



(in hours)

5 Service Validation and Testing 08:00 11:00 03:00

6 Request Fulfi lment 11:00 12:00 01:00

LUNCH 12:00 01:00 01:00

6 Request Fulfi lment 01:00 02:30 01:30

7 Change Evaluation 02:30 05:00 02:30


TOTAL 10:00

Total - (less lunch & homework) 08:00Sample

Mate

rial -

Not for

Rep

rint




(in hours)

8 Knowledge Management 08:00 12:00 04:00

LUNCH 12:00 01:00 01:00

9 Technology and Implementation Management 01:00 05:00 04:00


TOTAL 10:00



(in hours)

10 Exam Preparation / Mock Exam 08:00 12:00 04:00

LUNCH 12:00 01:00 01:00

Exam 01:00 02:30 01:30

TOTAL 06:30

Total - (less lunch and fi nal exams) 04:00

TOTAL CONTACT HOURS 36 hours

Sample

Mate

rial -

Not for

Rep

rint



Course Agenda

ITIL Intermediate Expert Program Course

Day3 Release, Control, and Validation*All times in hours

Unit Subject Start End Time*


1 Service Transition (incl. 15-min RECAP) 01:30 03:00 01:30

2 Change Management (incl. 30-min RECAP) 03:00 05:00 02:00


TOTAL 05:00

Total - (homework) 04:00



3 Service Asset and Confi guration Management (incl. 30-min RECAP) 08:00 11:00 03:00

4 Release and Deployment Management (incl. 30-min RECAP) 11:00 12:00 01:00

LUNCH 12:00 01:00 01:00


5 Service Validation and Testing (incl. 30-min RECAP) 03:00 05:00 02:00


TOTAL 10:00




6 Request Fulfi lment (incl. 15-min RECAP) 08:00 10:00 02:00

7 Change Evaluation (incl. 15-min RECAP) 10:00 11:30 01:30

8 Knowledge Management (incl. 15-min RECAP) 11:30 12:00 00:30

LUNCH 12:00 01:00 01:00


9 Technology and Implementation Considerations (incl. 15-min RECAP) 03:30 05:00 01:30


TOTAL 10:00

Total - (less lunch & homework) 08:00Sam

ple M

ateria

l - Not

for R

eprin

t



Course Agenda

ITIL Intermediate Classroom Blended Course




1 Service Transition (incl. 15-min RECAP) 08:30 10:30 02:00

2 Change Management (incl. 30-min RECAP) 10:30 012:00 01:30

Lunch 12:00 01:00 01:00




TOTAL 09:30

Total - (homework) 07:30





LUNCH 12:00 01:00 01:00




TOTAL 09:30






8 Knowledge Management (incl. 15-min RECAP) 11:30 12:00 00:30

LUNCH 12:00 01:00 01:00


9 Technology and Implementation Considerations (incl. 15-min RECAP) 02:00 04:00 02:00


TOTAL 09:00


Sample

Mate

rial -

Not for

Rep

rint



Course Agenda

ITIL Intermediate Virtual Classroom Blended Course




1 Service Transition (incl. 15-min RECAP) 08:30 10:30 02:002 Change Management (incl. 30-min RECAP) 10:30 012:00 01:30

Lunch 12:00 01:00 01:00



Homework (review of day's material) 01:00TOTAL 09:30Total - (homework) 07:30





LUNCH 12:00 01:00 01:004 Release and Deployment Management 01:00 02:30 01:30


Homework (review of day's material) 01:00TOTAL 09:30






8 Knowledge Management (incl. 15-min RECAP) 11:30 12:00 00:30LUNCH 12:00 01:00 01:00

8 Knowledge Management 01:00 02:00 01:009 Technology and Implementation Considerations (incl. 15-min RECAP) 02:00 04:00 02:00

Homework (review of day's material) 01:00TOTAL 09:00Total - (less lunch & homework) 22:00

Each Cup represents one break.

Sample

Mate

rial -

Not for

Rep

rint

This

page

has b

een l

eft bl

ank i

ntenti

onall

y

Sample

Mate

rial -

Not for

Rep

rint


Unit1Service Transition

Sample

Mate

rial -

Not for

Rep

rint



1.1 PURPOSE AND OBJECTIVES OF SERVICE TRANSITION


1.2 SCOPE OF SERVICE TRANSITION


1.3 BUSINESS VALUE OF SERVICE TRANSITION


1.4 PROCESSES WITHIN SERVICE TRANSITION


1.5 ASPECTS FOR DEVELOPING EFFECTIVE SERVICE TRANSITION STRATEGY


1.6 INITIATIVES FOR PREPARATION FOR SERVICE TRANSITION


1.7 PLANNING AND COORDINATING SERVICE TRANSITION ACTIVITIES


1.8 PROVIDING TRANSITION PROCESS SUPPORT


1.9 GENERIC ROLES INVOLVED IN SERVICE TRANSITION


Sample

Mate

rial -

Not for

Rep

rint


Unit2Change Management

Sample

Mate

rial -

Not for

Rep

rint



2.1 PURPOSE AND OBJECTIVES


2.2 SCOPE OF THE PROCESS


2.3 BUSINESS VALUE OF THE PROCESS

The Royal’s IT organization is functionally well organized because of its relatively small size. Dimitri van Rijn is responsible for the IT in the hotel.

There are three main units within the IT organization. These are:

1. Customer support – it deals with questions, requests, and Incidents from end-customers (visitors of the hotel) and staff members.

2. Application Management – it is responsible for the maintenance of the reservation/booking system and all other applications in use.

3. Infrastructure Management – it is responsible for the maintenance and second-and third-line support of the technical infrastructure in the hotel. This leads to a natural overlap with facilities.

Now, with Suvarna’s pool project report, Harry, the owner and CEO of the hotel, has mandated his Executive team to work on a major revamp of the hotel’s image and infrastructure. He wants to change the hotel’s image from being old-fashioned to that of a modern hotel that boasts of contemporary facilities and services while drawing on the timeless values of traditional Thai hospitality.

The infi nity-edge swimming pool was a result of this mandate. Several other infrastructure changes as well as guest services changes are underway. As expected, the IT department needs to gear up to support all these changes in the business. However, as you are already aware, the Royal’s IT operations is fairly small and not experienced enough to meet the demands of such major Change. They want to ensure that they are dotting the “i’s” and crossing the “t’s” as they plan, design, and implement Change. As a result, Dimitri has invited you as the ITSM Process Consultant to help the hotel with this.

Pap has heard about the ITIL Change Management process and would like to consider using it to implement Change in the Royal’s IT department.

As you study the Royal’s plans and the as-is state, the imperative to implement Change Management becomes clear to you. However, your job’s far from done. The hotel’s IT department, while nursing ambitions for modernization, is of course going to take everything you say with several pinches of salt; which means this is going to be a hard-sell for you. You cannot take for granted that because the Royal’s management invited you for your expertise, they are going to accept everything you recommend. You need to convince Pap, IT Head, about the completeness of the Change Management process, together with the value that this process will have for the hotel. Of course, you also need to recommend the implementation steps.

Sample

Mate

rial -

Not for

Rep

rint

Student | ITIL Intermediate Certifi cation Level | Change Management


Scenario-Based ActivityQ1. What is the business value the Change Management process has for the hotel?

Write your answer in the space provided.

Answer:

2.4 POLICIES, DESIGN, AND PLANNING CONSIDERATIONS


2.5 TYPES OF CHANGE REQUESTS


2.6 ROLE OF CHANGE MODELS, CHANGE PROPOSALS, AND STANDARD CHANGES


2.7 REMEDIATION PLANNING


Sample

Mate

rial -

Not for

Rep

rint



2.8 MAIN ACTIVITIES, METHODS, TECHNIQUES, AND RELATIONSHIP WITH RCV


2.8.1 OVERALL PROCESS, INCLUDING NORMAL AND STANDARD CHANGE REQUESTS

There is no acti vity for this topic.

2.8.2 LOGGING, REVIEWING, AND ASSESSING CHANGE REQUESTS

One of your responsibilities as the ITSM Process Consultant helping the Royal’s IT Department scale up in step with the hotel’s organizational Change is to help it set up its Change Management process.

James, the hotel’s General Manager, has assigned you the task of designing procedures to log and review RFCs at the Royal.

Scenario-Based ActivityQ1. How will you set up the Change Management process at the hotel?

Write your answer in the space provided.

Answer:

Sample

Mate

rial -

Not for

Rep

rint

Student | ITIL Intermediate Certifi cation Level | Change Management


2.8.3 AUTHORIZING CHANGES

The Royal is considering the implementation of a Change Management process under your guidance. Some decisions need to be made about:

Authorization levels

Frequency of CAB meetings

Organizational level of the Change Manager

As the ITSM process consultant, you need to help them with these decisions. As you’re aware, the Royal currently has a small IT department, where individuals perform multiple roles. The IT infrastructure primarily supports back-offi ce activities. However, with the introduction of the kiosks and other IT and guest infrastructure services, IT will become increasingly business critical.

Scenario-Based ActivityWrite your answer in the given table.

Questions

Authorization Levels

Frequency of CAB Meetings

Organizational Level of the Change

Q1. What makes sense for the current situation at the Royal with respect to the three points mentioned above?

Q2. With the anticipated Changes at the Royal, it is expected that the IT department will need to grow. Additional specialization among the IT staff is probable. Does this change the situation?

Q3. What would change if the Royal were part of a global chain?

Sample

Mate

rial -

Not for

Rep

rint

itil intermediate course: rcv student handbook (workbook_r3.3.0)

Documents

service transition activities

itil intermediate itil

scope of service transition

itil service lifecycle

course learning objectives

copyright itil release

transition process support

trade markof axelos